Plusnet ‘Unlimited Fibre’ speeds not as fast as expected

[#1]

Plusnet's Qube engineer visited and, without checking anything simply stated that the problem is definitely related to my Hub One being connected via an extension socket. The most they offered to do was to replace the BT master socket but, if they did that then they would disconnect my extension wiring. I said I absolutely need my extension so they went away having done no checks at all and speed is still as was. I believe no external checks were done because they were only here for 5 minutes talking to me.

Seems that I have to live with 29 - 30 Mbps as a result. Not what I expected when I upgraded to 'Full Fibre' and not very happy but that's how it is.

I'll call this topic 'closed'. ☹️

[#2]

The most pragmatic way of progressing this issue is to arrange to connect the router to the master socket test port for a while to prove that it’s no different to when it’s connected to the extension socket. If there is no improvement then the issue is outside the property … if there is improvement then you know where the issue is and you can make informed decisions about how you tackle the matter.

[#3]

The most pragmatic way of progressing this issue is to arrange to connect the router to the master socket test port for a while to prove that it’s no different to when it’s connected to the extension socket

I would have hoped the Qube engineer would have done that, but obviously not🙄

[#4]

Yes, it was only after the Qube engineer had left that I thought "Why could she not have plugged a speed checking device into the master socket first and then into the extension to confirm and quantify any speed difference?". All she did was talk to me. She never opened her toolbag and I was too bamboozled to think of it. I only thought about it when it was too late.

Now that I realise what poor service I received I am very dissapointed?

Can I get another engineer to actually do some testing please? No point sending the same one. They will only turn up with ruffled feathers and an attitude.

[#5]

Is there a reason why you are not doing these basic tests yourself?

The first thing in troubleshooting is to plug the router into the tests socket, then rather than speed tests, note the sync(data Rate) and attainable (Max Data Rare) speeds and compare with those in your extension cable.

You could also post the results of the BTW checker - https://www.broadbandchecker.btwholesale.com/#/ADSL 

[#6]

Making assertions that the low speed is caused by the use of extension socket without testing at both the master socket and the extension is very unprofessional behaviour by the Qube tech.
I hope a Plusnet staff member picks this up and arranges a more dilligent Qube tech to visit.

[#7]

@Mustrum - The reasons why I have not plugged into the master socket are stated in my posts 27, 35 and 41 but, to repeat, I am 76 years old, stiff and have done my back in doing the checks that I have managed to do. No, I am not joking. I can no longer be getting down on the floor to do further work on this.

Please read previous posts before commenting.

[#8]

@Madeleyite  So you managed to remove the extra wires on your extension lead, but could not be bothered to finish the job, even though you already had access to the test point.

[#9]

That was when I did my back in by getting down on and up from the floor. Not to be repeated by me. Please do not continue to harass me. Just accept that things get harder as we get older.

[#10]

I am not harassing you, and in terms of accepting things, you need to accept that you will not get the best speeds from your line at the end of an extension lead, but at least have the convenience of having broadband delivered to where you want it..

HTH

[#11]

you need to accept that you will not get the best speeds from your line at the end of an extension lead

Whilst as a general statement, that is true, if a fixed extension is wired using proper twisted pair and is wired correctly i.e no ring wire then the net effect of say 20m of extra wire in what is likely 400m overall to the cabinet is probably minimal.

[#12]

"If a fixed extension is wired using proper twisted pair and is wired correctly i.e no ring wire then the net effect of say 20m of extra wire in what is likely 400m overall to the cabinet is probably minimal."

This is why I am mistified as to the amount of speed loss.

The extension is about 10m total length and hard-wired into the back of the BT master socket faceplate, with only the two blue wires connected (no ring wire). All termination screws are tight so should be a solid connection.

Maybe DLM will speed things up over the next week or so but have not seen any improvement yet.

[#13]

The point is, it matters not what we think, at the moment it leaves wriggle room for BTOR - they are only responsible for the service to the test socket (not even for the faceplate).  If you want traction on this, you have to work to their rules, not what you or we think is reasonably logical.

[#14]

Okay. I'll call time on this thread and give up but is there a way that I can let Plusnet know that I am very unhappy with their Qube engineer's lack of effort when they came to visit? Absolutely nothing was achieved by it.

As a Superuser are you able to pass on my disssatisfaction?

After this I will unsuscribe from this thread.

[#15]

Thanks for getting back to us @Madeleyite

I'm really sorry for the issues you've had with the engineer visit. 

I'd like to say that we absolutely don't expect you to carry out any physical troubleshooting steps, if it's going to cause you health problems, and I'd firstly recommend filling out our additional support form here https://www.plus.net/my.html?action=additionalsupport, so we can make sure we're offering the best support we can regarding this. 

Also, if an engineer fits a new master telephone socket, this doesn't actually necessarily disconnect your extension sockets as these can remain connected, so what that'll do in this case is isolate the wiring from the broadband line. 

Unfortunately we can't pass feedback onto Qube for this, however I've logged your dissatisfaction as a complaint on your account under the fault ticket ref 220936029 and once we've got the issue resolved, we'll be happy to discuss a goodwill gesture for the inconvenience you've been caused and the bad experience you've had. 

I'd be happy to arrange a further engineer visit though I can't guarantee the same engineer won't turn up as I can't contact Qube's helpdesk unlike the ways we have to contact Openreach's helpdesk, however if the same thing happens again, let me know and I'll see what I can do to take it further but I can't promise a particular outcome.

Could you reply to the fault ticket I've re-opened on your account Here with when you'll be available for an engineer visit? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.